2-1-1 Tulsa Helpline
A Better Way to Access
Health and Human Services
March 2007
A Program of The Community Service Council of Greater Tulsa
What is 2-1-1?
The number to call when
you don’t know who to call
Like 9-1-1 for emergencies, a
faster access for social services
24/7 personal assistance and
follow up by certified I&R specialists
Up-to-date resource information on services
Bilingual and tele-interpreter access to help
Public information point in disasters and crises
A Program of The Community Service Council of Greater Tulsa
2-1-1 Tulsa
2006 Highlights
Celebrated one year
anniversary July 11th, 2006
72,071 caller contacts (52% increase)
24/7 service to Tulsa, Creek, Okmulgee, Rogers,
Wagoner, and portions of Osage Counties
2-1-1 connectivity for cell phone users
Upgraded technology with VoIP remote call
taking and enhanced call management
Expanded role in disaster response and
recovery in community
A Program of The Community Service Council of Greater Tulsa
2-1-1 Call Volume Grows
2005 - 2006
9000
8508
2-1-1 Tulsa Public Launch July
11, 2005
8000
7000
6482
7577
7517
6664
6503
6416
5939
6000
5665
4963
5000
4000
2977
3000
2403
2000
1000
0
Jan 05 March May 05 July 05 Sept
05
05
Nov
05
Jan
06
March May 06 July 06 Sept
06
06
A Program of The Community Service Council of Greater Tulsa
Nov
06
2-1-1 Helps Keep Us Safe
Vital link in emergency preparedness and response
planning
Public health alerts and information
Hurricanes Katrina and Rita evacuees in Oklahoma
May, 2006 micro-burst storm
2006 summer heat wave
2007 ice storms
A Program of The Community Service Council of Greater Tulsa
2-1-1 Makes a Big Difference
“Thank you to 2-1-1 for the legal referrals. The legal
advice I received helped solve my problem.”
Susan A.
“My father was suicidal when he called 2-1-1 and a “real
sweetheart” talked to him and got him connected to
help. She also called back to check on him. He is doing
fine now. 2-1-1 saved his life.”
Kurt S.
“Thank you SO much from the bottom of my heart for
helping me get an air-conditioner.”
Betty V.
A Program of The Community Service Council of Greater Tulsa
2-1-1 Addresses Critical Needs*
Callers often have multiple needs
Legal
3%
Other
17%
Basic Needs
Rent, Utilities, Shelter,
Food Clothing,
37%
Government
Services
5%
Agency Contact
Information Only
(Need not specified)
14%
Mental Health
7%
Health Care
& Prescription
Assistance
17%
A Program of The Community Service Council of Greater Tulsa
2-1-1 Links People to
Critical Help*
Financial Assistance
Mental Health
Boston Ave.
Helping Hands
Salvation Army
Neighbor for Neighbor
John 3:16 Family Center
Family & Children Svs. 1,837
(COPES -690)
OKDMHSAS
680
Associated Centers for
Therapy 420
Mental Health Assoc.
417
8,704
8,432
3,528
2,550
Health Care
OU Tulsa Bedlam Clinic
Good Samaritan Clinic
Tulsa County Social Svs
Morton Clinic
1,953
1,841
1,167
1,114
Food
John 3:16 Family Center 4,760
Baptist Ministry Center 1,895
Catholic Charities
1,874
Emergency Infant Svs. 1,082
*A caller may have multiple referrals
A Program of The Community Service Council of Greater Tulsa
2-1-1 Supports Systems
Development…Prenatal Care
Babyline and Planline Appointments Scheduled
Tulsa MSA and Surrounding Counties, 1990 through 2006
5,000
Number of Appointments Scheduled


4,604
 
4,692
4,795
4,423

4,000
 
4,355
4,219
3,998

3,525

3,000
3,004

 2,212
2,000  2,107
1,997

2,605

 2,767


2,369 2,342
2,662



1,409
1,000


 872
858
1,193
 
1,432 1,345
1,789
1,704

1,500

1,333


909
631
0
1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006
Prenatal Appointments Family Planning Appointments
Source: Community Service Council of Greater Tulsa.
A Program ofPrepared
The Community
Service Council of Greater Tulsa
by the Community Service Council of Greater Tulsa
Babyline, Planline and Kidsline
Track Trends
Babyline schedules prenatal appointments for 44%
of resident births in Tulsa County
99% are uninsured and/or on Medicaid
79% of pregnancies are unplanned
30% of callers are Spanish speaking
Kidsline scheduled 235 appointments for children in
2006, 54% were Hispanic
Prenatal care and family planning services for
uninsured are scarce
Babyline data supports community planning for
prenatal services
A Program of The Community Service Council of Greater Tulsa
2-1-1 Enhances
Other Agencies’ Services
Agencies redirect callers seeking services not
provided by the agency to 2-1-1
Agencies’ staff call 2-1-1 or access 2-1-1 web site for
additional health and human service options for
clients
2-1-1 staff provides training on I&R skills and social
service system
2-1-1 has relationships with 911s, crisis service
providers, and agencies serving special needs
2-1-1 has co-marketing partnerships—e.g., PSAs on
breast cancer awareness, mentoring, women’s
health
A Program of The Community Service Council of Greater Tulsa
Human Service Organizations
Value 2-1-1
“The Salvation Army appreciates the way clients seeking
utility assistance, emergency shelter and daily meals
are prepared by 2-1-1 to know service hours,
eligibility requirements and what supporting
documents to bring. 2-1-1 creates efficiency in the
helping process for the client and the agency.”
Tracey Booth, Executive Director
Salvation Army Center of Hope
A Program of The Community Service Council of Greater Tulsa
2-1-1 Brings State of the Art
Technology to Social Services
A Program of The Community Service Council of Greater Tulsa
2-1-1 Call Center’s Technology
Telephone Technology Upgrade
– VoIP remote call talking capacity
– On-site and remote call monitoring of calls
Health and Human Service Database
– 2,600+ programs coded by geographic and
AIRS taxonomy keywords
Technology enables service continuity
– Remote access to database and phones
– Plans to develop back-up site at THD with
generator power
A Program of The Community Service Council of Greater Tulsa
2-1-1 Impacts the Whole State
“2-1-1 Tulsa Helpline is performing at the top level and
highly respected among members of the Oklahoma
2-1-1 Advisory Collaborative. The program's
willingness to expand into six more counties during
2007 will enable 2-1-1 to serve more Oklahomans in
the most efficient manner."
Steve Willoughby, Chairman
Oklahoma 2-1-1 Advisory Collaborative
A Program of The Community Service Council of Greater Tulsa
2-1-1 in Oklahoma
A Program of The Community Service Council of Greater Tulsa
Senator Brian Crain makes the first honorary cell
phone call to 2-1-1 at press conference July 11, 2006
A Program of The Community Service Council of Greater Tulsa
Funders Support
the Growth of 2-1-1
Tulsa Area United Way
Chapman Trust
Oklahoma Department of Human Services
Foundations
A Program of The Community Service Council of Greater Tulsa
2-1-1 Looks Toward the Future:
2007-2008
Meeting funding needs
Expanding 2-1-1 to Adair, Cherokee, Okfuskee,
Muskogee, McIntosh, Sequoyah - April 1, 2007
Developing service relationships and targeted
marketing in rural counties
Enhancing emergency response capacity
Partnering with public agencies
Achieving AIRS Accreditation for 2-1-1 Tulsa
Responding to calls, expected to exceed 80,000
A Program of The Community Service Council of Greater Tulsa